Legal
Terms & Conditions
These Terms & Conditions govern every order placed through frameora.uk, operated by FrameOra Ltd. They sit alongside our Returns & Refunds Policy and Privacy Policy — please read all three before ordering.
On This Page
A Quick Guide to These Terms
Agreement to These Terms
Welcome to FrameOra. These Terms & Conditions (“Terms”) apply to every order placed through frameora.uk (the “Site”), operated by FrameOra Ltd (“FrameOra”, “we”, “us”, “our”). By placing an order, browsing our shop, or using our Custom Frame Builder, you (“the customer”, “you”) agree to be bound by these Terms.
If you do not agree with any part of these Terms, please do not place an order with us. Nothing in these Terms affects your statutory rights as a consumer under UK law.
Definitions
| Term | Meaning |
|---|---|
| “Products” | Picture frames, custom-made frames, gallery wall sets, mouldings and related items sold on the Site. |
| “Custom-Made Products” | Any Product manufactured to your chosen size, colour, moulding or material specification via our Custom Frame Builder or a bespoke order. |
| “Order” | A request to purchase Products submitted by you through checkout. |
| “Order Confirmation” | The automated email acknowledging receipt of your Order — not acceptance of it. |
Our Products & Custom Orders
We sell wooden, Polcore and MDF moulding picture frames, gallery wall sets and made-to-measure custom frames. Product images are for illustration; due to screen settings and natural variation in wood grain, actual colour and texture may differ slightly from what is shown on the Site.
Custom-Made Frames
Made specifically for you
Where you select a bespoke size, colour or material through our Custom Frame Builder, you confirm the specification is correct before submitting your Order. Because these items are manufactured to your exact requirements, production begins promptly after payment is confirmed, and changes are limited once manufacturing has started — see Section 07.
Orders & How a Contract Is Formed
A binding sales contract passes through three stages before it exists.
Your Offer
Placing an Order on the Site is an offer to buy the Products, made by you and subject to our acceptance.
Order Confirmation
Our automated confirmation email tells you we’ve received your Order — this is acknowledgement, not acceptance.
Dispatch = Contract
A binding contract is formed only when we dispatch your Order and send a separate shipping notification.
We may decline or cancel an Order at our discretion — for example where a Product is out of stock, priced in error, or where we suspect fraud — in which case we will notify you and refund any payment taken in full.
Pricing & Payment
All prices on the Site are shown in GBP (£) and include VAT where applicable. For orders shipped to the EU, prices may be handled through the Import One-Stop Shop (IOSS) scheme so VAT is collected at checkout rather than on delivery.
We accept payment via Visa, Mastercard, PayPal, Klarna and Clearpay. Payment is taken in full at the time of Order unless you select a Buy Now, Pay Later option, in which case that provider’s own terms apply.
We take reasonable care to ensure prices are correct, but if we discover a pricing error on an unfulfilled Order, we will contact you before dispatch to confirm whether you wish to proceed at the correct price.
Delivery
We offer free UK delivery on orders over £40 and EU delivery from £7.99. Estimated delivery times are provided at checkout; these are estimates only, particularly for Custom-Made Products which require production time before dispatch.
Risk in the Products passes to you on delivery. Please inspect your order on arrival and report any damage or discrepancy as soon as possible in line with our Returns & Refunds Policy.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most UK consumers have the right to cancel an order within 14 days of delivery, without giving a reason, and to receive a refund.
Custom-Made Products Are an Exception
The standard cancellation right doesn’t apply once production starts
Because these frames are made to your personal specification, Regulation 28(1)(b) means the 14-day cancellation right does not apply once production has begun. You may still cancel before production starts — see our Returns & Refunds Policy for how to request this.
This right to cancel does not affect your separate legal rights regarding faulty, damaged or misdescribed goods, which apply regardless of whether an item is custom-made.
Returns, Refunds & Faulty Items
Full detail on what can be returned, how to request a return, and how refunds are processed is set out in our dedicated Returns & Refunds Policy, which forms part of these Terms. In summary: standard Products may be returned if damaged, defective, incorrect or unused in original condition; Custom-Made Products are generally non-returnable for change of mind once in production, but are always covered if faulty, damaged or supplied incorrectly.
Intellectual Property
All content on the Site — including the FrameOra name, logo, product photography, layouts and written content — is owned by or licensed to FrameOra Ltd and protected by copyright and trademark law. You may not copy, reproduce or reuse this content for commercial purposes without our written permission.
If you upload an image to be printed or framed via our Custom Frame Builder, you confirm you own the rights to that image or have permission to use it, and agree not to upload content that infringes any third party’s rights.
Our Liability to You
We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not liable for loss or damage that is not foreseeable, or for business losses if you use our Products for commercial purposes.
Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be limited or excluded under UK law.
Events Outside Our Control
We will not be liable for any delay or failure to perform our obligations under these Terms caused by events beyond our reasonable control, including courier delays, extreme weather, or material shortages. Where such an event affects your Order, we will contact you with an updated timescale.
Governing Law & Jurisdiction
These Terms are governed by the laws of England and Wales. Any dispute arising from an Order or these Terms will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you are a consumer resident elsewhere in the UK or EU, mandatory local consumer protections you are entitled to will still apply.
Changes to These Terms
We may update these Terms from time to time to reflect changes in our services or legal requirements. The version in effect at the time you place an Order is the one that applies to that Order. We recommend checking this page periodically.
Frequently Asked Questions
A Few Common Questions
Do these Terms apply to custom-made frames?
Yes. Custom-Made Products are covered by these Terms in full, with the specific exception that the standard 14-day cancellation right does not apply once production has started.
When is my order legally confirmed?
A contract is formed when we dispatch your order and send a shipping notification — not when you receive the initial Order Confirmation email.
What law governs my purchase?
Orders placed on frameora.uk are governed by the laws of England and Wales, without affecting any mandatory consumer protections that apply in your own country.
How do I raise a complaint?
Contact our support team with your order number and details of the issue. We aim to acknowledge all queries promptly and work with you to a fair resolution.
Why Shop with FrameOra
Fair Terms, Built to Last
Need Help?
Questions About These Terms?
If anything here is unclear, our customer support team is happy to talk it through before you order.